Homes for older people

Services are back up and running for customers living in our homes for older people.

Services and appointments

We continue to deliver all our services, and our staff are still working in a Covid-safe way.

However, we are facing some challenges – as are many other organisations – which mean some of our services are not being provided at the levels we want at the moment.

We are experiencing increased levels of staff absence due to the Omicron variant of coronavirus.  There also continues to be a national shortage of skilled labour and some materials needed for repairs remain hard to source.  Many of our repairs contractors are similarly affected.

We are doing everything we can to minimise disruption.  This includes trying to recruit more staff to deliver repairs.  However we expect these issues to continue for a while, and we appreciate your continued patience if things are taking longer than usual.  As always, we are prioritising emergency repairs and essential services.

If you need to contact us to report a repair, you may find it quicker and more convenient to do this using your MyGuinness account HERE.

Thank you again for your patience.

Help us carry out repairs safely

When we visit to carry out a repair, we ask that you continue to:

  • Wear a face covering when our staff are present
  • Open the windows in the rooms where our staff will be working (if you can)
  • Leave the room where we’re working if you can, or keep a distance of at least two metres.
  • Leave internal doors open, so our staff members can avoid touching anything unnecessarily

Our staff members will continue to wear a face covering and will clean areas where they are working before and after any works are completed.

We will  continue to perform legally required health and safety compliance checks, which include your annual gas safety check.  We will contact you directly to arrange an appointment.  It is important that you continue to provide access for Guinness staff and contractors to conduct these checks.  These checks are essential to keep you safe in your home.

When booking and before attending appointments, we’ll ask you some questions about COVID-19, such as whether anyone in your household has been diagnosed with COVID-19 or has symptoms or is self-isolating due to having been in contact with someone who has COVID-19. This is to enable us to take appropriate safety measures.

Cleaning and Estate services

Cleaning and gardening services on our estates and in communal areas are continuing as normal, with staff working with the correct PPE and working to our safety procedures.

If you want to get in touch with us about any of our cleaning or estate services, you can do so here.

Visitors and Group activities

Visits by friends and family members to our Extra Care and Housing for Older People Schemes must continue to follow Government guidelines. Outside spaces including communal gardens are primarily for the use of residents and we ask all residents to continue to respect this.

We do request that you continue to wear a face covering (unless you are exempt) and socially distance where possible when you are moving through communal areas, including communal hallways, lifts, entrances and gardens.

In the event of an emergency

Any on-site fire incident advice remains valid and in the event of a fire alarm you will need to follow this advice. This may include evacuating the building if advised to do so, even if you have been advised to self-isolate.

Communal Lounges and guest rooms

Communal lounges in our housing for older people are open.

We do request that you continue to wear a face covering (unless you are exempt) and socially distance where possible when you are moving through communal areas, including communal hallways, lifts, entrances and gardens.

Extra care hairdressers and bistros

Indoor dining in Extra Care Housing restaurants and bistros is open, as well as outdoor dining where possible.

Hairdressers and nail salons are open.

You can find our latest letter to all customers here.